Returns and refunds policy
Last updated: September 2026
At Rumkata, our products and services require advance planning, preparation, and coordination. For this reason, cancellation, return, and refund conditions are established according to the nature of each product or service.
This Policy applies to the three categories offered by Rumkata:
- Experiences
- Kits
- Training workshops
This Policy forms part of Rumkata’s Terms and Conditions and must be interpreted together with them.
1. General cancellation policy
All Rumkata products and services require a minimum of forty-eight (48) hours’ advance notice for reservation, purchase, or contracting.
Likewise, any cancellation request that may result in a refund must be made at least 48 hours in advance of the scheduled date of the corresponding activity, preparation, or delivery.
Cancellations made less than 48 hours in advance will not be refundabledue to the advance preparation of supplies, materials, products, personnel, and other resources necessary to fulfill the booking or purchase.
The foregoing will apply without prejudice to any rights the consumer may have under applicable law.
2. Experiences
Experiences require advance planning and preparation according to the date, number of participants, and package booked.
Cancellations made 48 hours or more in advance
The customer may request a cancellation at least 48 hours in advance of the scheduled date and time.
When the request meets this deadline, the corresponding refund may be processed in accordance with this Policy.
The customer may also request rescheduling, subject to availability.
Cancellations made less than 48 hours in advance
Cancellations made less than 48 hours in advance will not be refundable.
No-show
Failure of the customer or participants to attend on the confirmed date and time will not entitle the customer to a refund.
3. Training workshops
Training workshops are subject to advance preparation of materials, staff coordination, and organization of the activity.
Cancellation requests made at least 48 hours in advance may be refunded or, at the customer’s request, rescheduled for another available date.
Cancellations made less than 48 hours in advance will not be refundable.
Failure of the participant or participants to attend on the confirmed date and time will not entitle the customer to a refund.
4. Kits
Rumkata kits are prepared according to each order and may include products, materials, or items specifically selected or personalized for the customer.
Cancellation before preparation begins
When the customer requests cancellation within the established period and preparation or personalization of the kit has not begun, the customer may request the corresponding refund.
Kits whose preparation or personalization has begun
When the preparation, production, or personalization of a kit has already begun, the possibility of cancellation, return, or refund will depend on the status of the order and the nature of the products prepared or personalized.
Products prepared or personalized specifically according to the customer’s instructions or selected characteristics may be subject to return or refund restrictions in accordance with applicable law.
Incorrect, damaged, or defective products
If the customer receives an incorrect or damaged kit, or a kit with a defect attributable to Rumkata, the customer must report it as soon as reasonably possible through our contact channels.
Rumkata may request photographs or other information reasonably necessary to verify the condition of the product.
Once the case has been verified, Rumkata will determine the appropriate solution, which may include, as applicable:
- Replacement of the affected product or component.
- Replacement of the kit.
- Correction of the order.
- The corresponding full or partial refund.
5. Changes and rescheduling
Requests to change or reschedule experiences and workshops must be made at least 48 hours in advance nd will be subject to availability.
When the requested change can be made, the amount paid may be applied to the new date.
If the change results in a price difference, the customer must pay any additional amount before the activity takes place.
For kits, any modification request will be subject to the preparation status of the order. Once personalization or preparation that cannot reasonably be reversed has begun, certain changes may no longer be possible.
6. Cancellations by Rumkata
When Rumkata must cancel an experience or workshop, or is unable to prepare or supply a kit for reasons directly attributable to its operations, the customer may choose, as applicable, between:
- Rescheduling the activity or delivery for a new available date.
- Replacing the product with an equivalent alternative, where applicable and with the customer’s consent.
- Requesting a refund of the amount paid for the cancelled product or service.
When extraordinary circumstances beyond Rumkata’s reasonable control arise, the situation will be evaluated according to its nature and applicable law.
7. Refund requests
Cancellation or refund requests must be submitted through:
Email: Info@rumkata.com
Phone/WhatsApp: +1 (809) 999-9698
To locate and verify the transaction, Rumkata may request:
- Name of the person who made the purchase or reservation.
- Reservation or order number or reference.
- Product or service purchased.
- Scheduled date.
- Reason for the request.
- Additional information reasonably necessary to verify the transaction.
Complete bank card details will not be required to request a refund.
8. Refunds for payments made through an authorized provider
When payment has been made through the authorized third-party payment service providerapproved refunds will, where possible, be processed through the same payment method used for the original transaction.
The time required for the amount to appear will also depend on the procedures of the payment provider and the customer’s financial institution.
Rumkata does not control the internal processing times of financial institutions once the refund has been properly processed.
9. Refunds for payments made by bank transfer
When the original payment was made by bank transferapproved refunds may be made by bank transfer.
Rumkata may request only the banking information necessary to issue the refund and verify that it has been processed correctly.
The customer will be responsible for providing accurate banking information to receive the corresponding amount.
10. Refund amount
When a full refund applies, it will correspond to the amount actually paid for the product or service subject to cancellation.
When only part of the order or service is affected and a partial refund is legally applicable, the refund will be limited to the amount related to that part.
Any deduction, charge, or condition that may apply must be properly disclosed and comply with applicable law.
11. Processing time
Once a refund request has been approved, Rumkata will take the corresponding steps within a reasonable period.
The final time required for the funds to become available to the customer may vary depending on the payment method, payment service provider, and financial institution involved.
Confirmation that a refund has been processed may be communicated to the customer using the contact information provided in the original transaction.
12. Transactions pending payment
A reservation, purchase, or contracting that remains pending payment or for which a bank transfer has not been verified is not considered a confirmed transaction.
When no payment has been received, there will be no amount to refund.
13. Refunds and age requirements
When a product or service is subject to legal age requirements and it is determined before completing the transaction that the customer does not meet those requirements, the transaction must not proceed.
When the inability to provide or deliver the product or service results from incorrect information provided by the customer regarding compliance with age requirements, the case will be evaluated in accordance with these Terms, this Policy, and applicable law.
14. Consumer rights
Nothing in this Policy is intended to exclude, restrict, or limit any rights the consumer may have under applicable law in the Dominican Republic.
If any provision of this Policy conflicts with a legally recognized consumer right, the applicable law will prevail.
15. Changes to this Policy
Rumkata may update this Returns and refunds policy when necessary due to changes in its products, services, operational processes, or legal requirements.
The applicable version will be the version in effect and published on the website at the time the reservation, purchase, or contracting is made.
16. Contact
For inquiries, cancellations, or requests related to returns and refunds:
Rumkata
Address: Ciudad Caracolí, Verón–Punta Cana
Email: Info@rumkata.com
Phone/WhatsApp: +1 (809) 999-9698